Business process management governance model

Jožica Stenšak (2016) Business process management governance model. MSc thesis.

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Abstract

Theoretical part of this Master’s thesis is based on business process management governance. The term business process governance refers to a high-level model defining structures, metrics, roles and responsibilities for measuring, improvement and management of company key processes. Governance is one of key activity areas for increased business process maturity provided by maturity models. Establishing Center of Excellence for business process management is a governance key concept, which enables a holistic approach to business process management. First, business process management governance theory as a basis for companies which strive to continuous improvement of operational efficiency is described. Furthermore, Business Process Maturity Model is presented. It sets a foundation for maturity appraisal determination in our business process governance model. Next chapter examines Center of Excellence, a group for governing business process management with its roles, services and responsibilities. Bringing all these concepts together, we defined our business process governance model. The purpose of this model is designing a Center of Excellence where service requirements and capabilities meet. Business process governance model consists of two main parts. First part is a set of decision trees, based on Business Process Maturity Model. They allow us a straightforward business process maturity appraisal determination of a company. Second part presents a mapping which converts maturity appraisal into Center of Excellence design. This design contains all required roles, services and goals which Center should strive. Finally, an information technology company case study provides further insights into how this model can be used in practice. Regarding to appraisal, recommendations for increasing maturity level and a plan for establishing Center of Excellence are made and presented, followed by feedback.

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